The Live Chat link may move past the edge of the page when a very long announcement is displayed

Document ID : KB000116151
Last Modified Date : 27/09/2018
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Issue:
By default, the Employee interface displays several frames of information, including Announcements and a list of open cases. When Support Automation is configured, and an analyst is available, a Live Chat link is displayed in the upper-right corner of the page, near the ticket creation links.

If an Announcement contains a particularly long string of characters that does not include a line-breaking character (like '-'), the Announcement may cause the right-hand side of the page to extend past the edge of the window, requiring the user to scroll to the right to view the entire message. This also causes the Live Chat link to scroll off the side of the page, requiring users to scroll to reach it.
Environment:
This can occur in any Service Desk Manager environment that has the Support Automation live assistance component configured and in use.
Resolution:
It is recommended to edit the Announcement to not use a long unbroken string of characters. If a website URL is causing this behavior, a URL shortening service could be used to reduce the number of needed characters. Announcements can be edited by users with appropriate permissions from the Search > Announcements result list, also available from the Administration tab > Service Desk > Announcements.